Truemed

Risk

• Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools
• Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed
• Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity
• Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints
• Own dispute operations end-to-end, including the “minutiae”: monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management
• Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction
• Analyze dispute reason codes and inquiry drivers; implement prevention tactics (policy/process changes, product nudges, data sharing with Support/Ops) to reduce repeat disputes and friendly fraud
• Define and track core risk metrics (fraud loss, net loss, chargeback rate, approval rate, manual review rate, false positives, backlog health)
• Build reporting and propose/implement controls: velocity rules, blocklists/allowlists, step-up verification, 3DS/issuer strategy (where applicable), and policy updates
• Work closely with Product/Engineering/Data to translate patterns into tooling and product changes (signals, rules, internal admin tools, case management)
• Manage external relationships as needed (processors/acquirers, fraud vendors, card networks/issuers) and drive to underlying fixes, not just band-aids

Fraud & Risk Operations Lead

Product Manager

• Own the end-to-end merchant experience: from developer onboarding and API integration through payment operations, revenue reconciliation, dispute management, and merchant dashboards
• Own the developer platform roadmap: API design, documentation, sandbox environments, and integration tooling
• Partner with engineering to design and ship platform integrations
• Serve as the voice of the merchant — synthesizing feedback from sales, merchant support, and direct merchant conversations
• Define success metrics for merchant health
• Navigate the intersection of payments infrastructure and compliance requirements
• Drive cross-functional alignment across sales, customer support, and engineering

Fraud & Risk Operations Lead

Product Manager, Merchant Payments – Integration